Department Overview

The Customer Success Group (CSG) at Salesforce is dedicated to helping our customers unlock the full value of their Salesforce investments through our robust Success Plans. Success Plans drive customer success by focusing on Product Adoption, Technical Health, and Customer Expertise, providing tailored resources and guidance that empower customers across every stage of their journey. A key feature within Success Plans, the Customer Success Score is an award-winning, industry-first capability that enables customers to measure and track their success with Salesforce. This innovative score offers actionable insights that support proactive engagement, helping customers optimize their experience and achieve their strategic objectives with Salesforce.

Role Overview

As the Vice President of Customer Success Score, you will own the strategic vision and operational execution for Salesforce's Customer Success Score. You will develop a sophisticated scoring framework that quantifies customer health and enables proactive customer engagement, retention, and growth. This role is foundational to translating customer insights into actionable metrics and processes that enhance Salesforce's overall Customer Success strategy.

Key Responsibilities

• Strategic Ownership of Customer Success Score: Develop and execute a comprehensive strategy for the Customer Success Score, serving as the organization's thought leader in customer health metrics.
• Influential Collaboration: Drive the development of the Customer Success Score by effectively influencing and collaborating with leaders and stakeholder teams across the company.
• Customer Insights and Data-Driven Decision Making: Champion data-informed decisions by leveraging insights from customer feedback, product usage, support interactions, and industry benchmarks.
• Customer-Centric Cross-Functional Collaboration: Collaborate closely with Product, Sales, CSG, and Marketing teams to integrate customer health insights into all aspects of Salesforce's customer journey.
• Advocate for Customer Value Realization: Act as a voice of the customer by sharing actionable insights and championing customer needs at Salesforce's executive level.
• Leadership and Team Development: Build, inspire, and mentor a team of customer success professionals, analysts, and strategists.

Minimum Requirements

• Product Management Leadership: Minimum of 10 years of product management experience with demonstrated leadership in highly matrixed, cross-functional environments. Must have a proven track record of successfully scaling products to support hundreds of thousands of customers.
• B2B SaaS and Enterprise Software Expertise: Significant experience in B2B SaaS and B2B enterprise software, with a deep understanding of customer success frameworks and scalable product strategies.
• Team Leadership Experience: Experience building and leading high-performing product teams, fostering innovation, accountability, and customer-centricity across functions.
• Scoring Model Expertise: Experience building or optimizing scoring models is highly desirable, with a focus on data-driven metrics that enhance customer health insights and engagement strategies.
• Strategic, Analytical, and Collaborative Skills: Strong strategic thinker with an ability to leverage advanced data analysis and predictive modeling to drive customer engagement and product improvement. Skilled at collaborating and influencing across all levels of an organization, especially in driving alignment with executive and senior leadership.
• Educational Background: Bachelor's degree in Business, Marketing, Data Science, or a related field; MBA or equivalent experience preferred.

Why Join the Salesforce Customer Success Group?

As the Vice President of Customer Success Score, you will have a significant impact on Salesforce's commitment to delivering value and success to its customers. This role offers the opportunity to shape and drive strategic initiatives that define Salesforce's customer experience. If you are passionate about innovation, customer advocacy, and data-driven transformation, we'd love to have you join us in building the future of customer success.

Our Values

At Salesforce, Trust, Customer Success, Innovation, and Equality are more than just words. They are our core values, guiding every decision and every interaction. Join Salesforce and be part of a company dedicated to making technology accessible to all and helping create a future of greater opportunity.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $231,100 to $369,900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.